Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Terrell Nick

Phenix City,AL

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

4
4
years of professional experience

Work History

Tier 1 PC Analyst

Addison Group-National Academies Of Science
03.2022 - 08.2022
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Tier 2, Tier 3 Support Technician

Addison Group, The Humane Society Of The United States
09.2021 - 03.2022
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.

Help Desk Technician

Turning Point Global Solutions – National Institute Of Health
09.2020 - 08.2021
  • Responsibilities including inbound phone representative, supporting Wireless Help Desk functions
  • Provisioning, upgrades, break/fix, how-to, etc
  • Assisting customers via online help-desk system, telephone, and remote support tools to diagnose technical issues related to Mac OS
  • Support for ordering
  • Carrier engagement
  • Device logistics

Help Desk Support Technician

UNISYS FEDERAL – Department of Energy
07.2019 - 09.2020
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Walked individuals through basic troubleshooting tasks.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.

Helpdesk Support Technician

American Fusion Systems, International Airport
01.2019 - 07.2019
  • Performed as a service point-of-contact for help desk
  • Also assisted users by diagnosing, troubleshooting and resolving support tickets
  • Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance
  • Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems
  • Problem-solved hardware issues with fault-tolerant hard drives.

Education

Associates of Science - Network Engineering

Virginia College
Columbus, GA

Skills

  • Support SOP Writing
  • Hardware and Software Configuration
  • Inventory Procedure Documentation
  • Employee Computer Support
  • Desktop Partitioning Software
  • Microsoft Certification
  • Hardware Replacement
  • Microsoft Windows and Office
  • Troubleshooting Technical Issues
  • Analytical and Methodical
  • Support End-Users
  • EPA Background Clearance
  • Voice and Data Service Migration
  • UNIX Shell Scripting
  • Hardware Evaluation

Accomplishments

  • Achieved 26,000 device migration within NIH by completing excel spreadsheet fully detailed with all old personnel devices and new projected devices with a software program called NIOS with accuracy and efficiency.
  • Achieved mass reimaging process through effectively helping with implementation of MDT.
  • Achieved partnership helping develop facial scan software by introducing Veriscan for easier access boarding airplanes.
  • Resolved product issue through consumer testing.
  • Exceeded quarterly productivity objectives 36 times.

Timeline

Tier 1 PC Analyst

Addison Group-National Academies Of Science
03.2022 - 08.2022

Tier 2, Tier 3 Support Technician

Addison Group, The Humane Society Of The United States
09.2021 - 03.2022

Help Desk Technician

Turning Point Global Solutions – National Institute Of Health
09.2020 - 08.2021

Help Desk Support Technician

UNISYS FEDERAL – Department of Energy
07.2019 - 09.2020

Helpdesk Support Technician

American Fusion Systems, International Airport
01.2019 - 07.2019

Associates of Science - Network Engineering

Virginia College

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